If complaints are not resolved at this level, the matter will be referred to an independent arbitrator. If you have a complaint against a Direct Selling Association (DSA) member company (or an individual direct seller representing a direct selling company) that is a member of a DSA, you can file a complaint.

The complaint can be in response to any business practice you believe is a possible violation of the DSA Code of Ethics.

Here are the steps you should follow:

1. First, try to resolve the matter directly with the individual(s) or the company involved. Your complaint should be in writing, and should include the following information: • The date and details of the incident • The parties involved • The section of the Code of Ethics that you believe has been violated • A description of the efforts you have made to resolve the matter • The cost of the product involved, if relevant, including invoices or other supporting documents • A description of the actions the other parties have made to resolve the matter • The current status of the complaint • The remedy you believe should be applied Please provide sufficient time for the company or individual(s) to respond to your written complaint. Usually, 30 days is suggested.

2. If, after completing step 1 (above) the situation is not satisfactorily resolved, contact the DSA Code Administrator in the country where the alleged violation occurred. You should provide the DSA Code Administrator with the same information identified in step 1 (above). Every DSA has a Code Administrator that administers its Code of Ethics

3. If your complaint is not resolved to your satisfaction after completing step 1 and 2 (above), you should send the complete history of your complaint, including responses from both the company and the local DSA to WFDSA at: info@wfdsa.org. WFDSA will contact the local DSA Code Administrator and the local DSA to gain an understanding of why the complaint has not been resolved.

4. The WFDSA Code provides extra-territorial effect. This means that you can still be protected, and file a complaint even though there may not be a DSA in your country or the company in question is not a member of your country’s DSA but belongs to the DSA of its headquarters. Here are the steps you should follow: • Find out where the company is headquartered • Find out if the company is the member of the DSA where it is headquartered • Send the complete history of your complaint to that DSA Code Administrator as outlined in step 1 above • If the company is not a member of the country’s DSA where the violation occurred and is not a member of the DSA where it is headquartered, you should lodge a complaint with the Consumer Protection Commission.